Diebold Improves Service And Reduces Costs With Real-Time Optimized Scheduling

Diebold needed to bring greater efficiencies to the way work orders were being scheduled. At that time, the company had been assigning work on a purely geographical basis. Each of the roughly 2,200 US field resources was assigned to a territory, and any work required in a given territory was then assigned to the corresponding field resource. The resources themselves were then left to determine the order in which jobs were done.

This mode of scheduling posed several significant challenges to efficiency. First, it forced Diebold to take a “generalist” approach to field service. “One resource was responsible for all the work in a given territory,” said Dwight Jellison, Manager of the Service Delivery Team, at Diebold. “As a result, there was no opportunity for us to pursue the kind of job specialization that resulted in the highest quality fixes-and the lowest number of repeat jobs.”

The second challenge arose from the actual prioritization of jobs taking place at the field resource level. While many field resources were very good at prioritizing work, keeping mileage and drive time to a minimum was not necessarily something field technicians took into consideration.

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